Kara Bass Email & Phone Number

Herndon, VA, US

• Utilize detailed performance metrics to increase headcount by greater than 50%.
• Lead a team of 29 remote network engineers in a 24/7 environment.
• Manage the full employee life cycle.
• Conduct regular team meetings and one on ones in order to develop and coach engineers.
• Collaborate with lead technical architects to create technical runbooks, improving overall team performance and reducing escalations.
• Meet with department heads to develop a strategic path forward.

Raleigh, NC, US

• Engaged resources across the organization to mitigate impact to customer environments.
• Kept detailed timelines in order to perform post-incident reviews.
• Provided management with weekly status updates.
• Worked with technical teams to identify chronic issues as well as areas for improvement.
• Assisted with ServiceNow testing and implementation.

Raleigh, NC, US

• Participated in interviewing panel to recruit high-performing talent.
• Implemented a new tiering structure to allow for the separation of duties.
• Met with direct reports regularly to discuss goals.
• Worked with vendors to properly set expectations and improve service.
• Performed major incident management.
• Utilized SatusPage for maintenance and incident notifications.

Raleigh, NC, US

• Recruited talent and assisted with professional development resulting in a promotion rate of greater than 75%.
• Utilized available resources to analyze team metrics and performance data.
• Assisted with procedure normalization across multiple disparate organizations following acquisitions.
• Oversaw change management review.
• Acted as an escalation point for critical issues.
• Operated as a major incident manager in a 24/7 operating capacity.

Raleigh, NC, US

• Managed 10 direct reports in a 24/7 enterprise-level call center.
• Developed talent with a focus on skills necessary to advance within the organization.
• Promoted greater than 80% of Tier 1 Technicians within the organization.
• Created and improved documentation and procedures for multiple teams.
• Reached across disciplines to assist with system and functionality improvements.
• Assisted in resolving complex customer issues in a highly diverse environment with strict SLAs.

Raleigh, NC, US

• Performed basic network configuration and troubleshooting.
• Maintained network asset inventory and contracts.
• Utilized tools to track staff productivity metrics.
• Assessed, prioritized and delegated tasks to engineers on all shifts.
• Worked with customers to ensure timely and satisfactory issue resolution.

Raleigh, NC, US

• Promoted to Senior Shift Lead role after 6 months of service.
• Acted as a customer and company emissary.
• Utilized OS and 3rd party tools to perform basic troubleshooting.
• Delegated tasking amongst Tier I and engineering teams.
• Followed documented procedures for troubleshooting and escalation.
• Assisted with the implementation of a major system upgrade.

Morrisville, NC, US

• Regularly worked with vendors, such as HP, to performed RMAs.
• Replaced faulty server components such as RAM, fans, and motherboards.
• Wrote XML scripts used to test software in automation.
• Installed and managed groups of lab servers.
• Performed HP firmware upgrades on multiple server generations.
• Utilized iLo and Putty for remote server management.

• Worked with vendor and CFO to modernized executive conference room.
• Purged Active Directory groups by 75%.
• Cleansed asset inventory.
• Utilized Alteris to image multiple machines.
• Participated in Office 2010 migration.
• Created process to capture hardware and software inventory for remote PCs.

Supervised twelve employees in daily operationsHandled customer service issues in timely manorFrequently handled customer service relations via telephone